Customer Service

Sample Schedule

Professor Barbara Van Syckle

Dates

Lesson Part 1

 Reading

Quiz

Lesson Part 2

Assignments For details on each lesson,
go to Course Outline


Week 1

Lesson 1 Part 1

Harris Ch1 What is C.S.?
Harris Ch12 Excellence in C.S.
Timm Ch1 Positive Attitudes

#1

Lesson1 Part 2
CD#2
CD#3

Discussion Board
 Introduce yourself


Week 2

Lesson 2 Part 1

Harris Ch2 C.S. Challenges
Timm Ch2 Customer Turnoffs
Timm Ch8 Written Messages

#2

Lesson2 Part 2
CD#17
CD#29

Discussion Board
Classic customer turnoffs


Week 3

Lesson 3 Part 1

Harris Ch3 Problem Solving
Harris Ch7 Challenging Customers
Timm Ch3 Dissatisfied Customers

#3

Lesson3 Part 2
CD#15
CD#34

 


Week 4

Lesson 4 Part 1

Harris Ch4 Plan for Success
Timm Ch4 Exceed Expectations

#4

Lesson4 Part 2
CD#8
CD#22

Discussion Board:
Complaint Letter or Compliment Letter


Week 5

Lesson 5 Part 1

Harris Ch5 Empowerment
Timm Ch5 Behaviors Win Loyalty

#5

Lesson5 Part 2
CD#32
CD#33


 


Week 6
 

Lesson 6 Part 1

Harris Ch6 Communications
Timm Ch7 Phone & Web

#6

Lesson6 Part 2
CD#24
CD#25

Discussion Board
Communication Experience


Week 7

Lesson 7 Part 1

Harris Ch8 Motivation
Harris Ch9 Leadership
Timm Ch9 Get Others to Give

#7

Lesson7 Part 2 CD#27
CD#28

 


Week 8

Lesson 8 Part 1

Harris Ch10 Customer Retention
Harris Ch11 Delivering C.S.
Harris Ch12 Excellence in C.S.
Timm Ch10 Future Loyalty

#8

Lesson8 Part 2 CD#41
CD#47


Final Customer Service Experience